Quality Analyst-Voice

3 days ago

Kolkata, West Bengal, India Webart Consultancy Full time ₹ 15,00,000 - ₹ 28,00,000 per year

We are seeking a highly skilled and detail-oriented Quality Analyst (QA) with prior experience in BPO Voice processes and strong knowledge of the Website Selling Process. The QA will be responsible for monitoring, evaluating, and improving the quality of calls to ensure compliance with process guidelines, enhance customer experience, and drive business results.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound voice calls of telesales/website selling process.
  • Assess call quality against defined parameters such as sales pitch, process adherence, customer handling, objection management, and closure techniques.
  • Identify gaps in communication, process compliance, and sales techniques, and provide actionable feedback to agents.
  • Prepare and maintain audit reports, performance scorecards, and quality dashboards.
  • Collaborate with trainers and team leaders to design and implement corrective action plans.
  • Conduct calibration sessions to align quality standards across the team.
  • Recommend process improvements and share best practices to enhance overall call effectiveness.
  • Support continuous improvement initiatives to improve sales conversion rates and customer satisfaction.

Required Skills & Qualifications:

  • Graduate in any discipline.
  • Minimum 2 years of QA experience in a BPO (voice process).
  • Strong knowledge of Website Selling Process (International Voice Sales preferred).
  • Excellent communication, listening, and analytical skills.
  • Ability to give constructive feedback and drive improvements.
  • Proficiency in MS Office (Excel, Word, PowerPoint) for reporting.
  • Strong understanding of sales KPIs, call audits, and process compliance.

Preferred Attributes:

  • Experience in US/UK shift BPO website sales process.
  • Certification in Quality or Process Improvement (Six Sigma/Lean) is a plus.
  • Strong interpersonal and team management skills.

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